Business Communication Test 3

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Business Communication:

Process and Product, 8e

Mary Ellen Guffey and Dana Loewy

Instructor PowerPoint Library, 8e

Short Workplace Messages and Digital Media

Ch. 7, Slide 1

Learning Objective 1

Ch. 7, Slide 2

Understand e-mail and the professional standards for its usage, structure, and format in the digital-era workplace.

LO 1

Preparing Digital-Age E-Mail Messages and Memos

Ch. 7, Slide 3

Electronic messages

E-mail

Instant messaging

Text messaging

Podcasts

Wikis

Blogs

Social networking

Paper-based messages

Business letters

Interoffice memos

LO1

E-Mail Is Not Going Away

Ch. 7, Slide 4

Preferred channel for most business messages

Medium costing businesspeople two hours or more each day

Replacement for paper memos inside organizations

Substitute for some letters to external audiences

LO 1

Complaints About E-Mail

Ch. 7, Slide 5

Workplace e-mails are confusing and poorly written.

Many business school graduates lack writing skills.

Poor texting and social media habits affect e-mail skills.

The number of daily e-mails is over-whelming.

LO 1

Complaints About E-Mail

Ch. 7, Slide 6

E-mail is blurring the line between work and leisure.

Messages are permanent and can be used in court.

A quarter of bosses have fired workers for violations.

Face-to-face and phone conversa-tions are richer than e-mail.

LO 1

When E-Mail Is Appropriate

Ch. 7, Slide 7

Short, informal messages requesting information or responding to inquiries

Effective for multiple recipients and messages that must be archived

Cover document when sending longer attachments

LO 1

Controlling Your Inbox

Ch. 7, Slide 8

Understand that e-mailing IS business writing.

Check your e-mail at set times, twice or three times a day.

Let your coworkers know about your schedule for responding.

Apply the “two-minute rule.”

LO 1

Replying Efficiently With Down-Editing

Ch. 7, Slide 9

© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Microsoft ® Outlook Web-App; Used with permission from Microsoft.

Include only the parts of the incoming message to which you are responding.

Delete the sender’s message headers, signature, and all unnecessary parts.

Identify your response with your initials if more people will comment.

Use a different color for your down-edits.

Down-editing means inserting your responses to parts of the incoming message.

LO 1

Best Practices for Better E-Mail: Getting Started

Ch. 7, Slide 10

Don’t write if another channel– such as IM, social media, or a phone call–might work better.

Send only content you would want published.

Write compelling subject lines, possibly with names and dates:

Jake: Can You Present at January 10 Staff Meeting?

LO 1

Best Practices for Better E-Mail: Replying

Ch. 7, Slide 11

Scan all e-mails, especially those from the same person. Answer within 24 hours or say when you will.

Change the subject line if the topic changes. Check the threaded messages below yours.

Practice down-editing; include only the parts from the incoming e-mail to which you are responding.

Start with the main idea.

Use headings and lists.

LO 1

Best Practices for Better E-Mail: Etiquette

Ch. 7, Slide 12

Obtain approval before forwarding.

Soften the tone by including a friendly opening and closing.

Resist humor and sarcasm. Both can be misunder-stood.

Avoid writing in all caps, which is like SHOUTING.

LO 1

Best Practices for Better E-Mail: Closing

Ch. 7, Slide 13

End with due dates, next steps to be taken, or a friendly remark.

Add your full contact information including social media addresses.

Edit your text for readability. Proofread for typos or unwanted auto-correction.

Double –check before hitting Send.

LO 1

Top Ten E-Mail Mistakes That Can Derail Your Career

Ch. 7, Slide 14

Respond-ing when angry

Making address goofs

Forgetting a subject line or failing to change it to match the “thread”

Not personal-izing your message (e.g., skipping the salutation)

LO 1

Top Ten E-Mail Mistakes That Can Derail Your Career

Ch. 7, Slide 15

Including inappropriate content (e.g., off-color jokes and other statements you will later regret)

Forgetting to check for spelling and grammar

Thinking no one else will ever see your e-mail

LO 1

Top Ten E-Mail Mistakes That Can Derail Your Career

Ch. 7, Slide 16

Copying and forwarding recklessly

Completing the “To” line first

(to avoid hitting send prematurely)

Expecting an instant

response

LO 1

When to Write Memos

Ch. 7, Slide 17

A message is too long for

e-mail.

A permanent record is required.

Formality is needed.

Employees may not have

e-mail.

LO 1

Similarities in Memos and

E-Mails

Ch. 7, Slide 18

VS.

Carry nonsensitive information that may be organized directly with the main idea first

Have guidewords calling for a subject line, dateline, and identification of the sender and receiver

Organized with headings, bulleted lists, and enumerated items whenever possible for readability

LO 1

Learning Objective 2

Ch. 7, Slide 19

Explain workplace instant messaging and texting as well as their liabilities and best practices.

LO 2

Ch. 7, Slide 20

Benefits of Instant Messaging and Texting

Real-time communication with colleagues anywhere in the world is possible.

Immediate sharing of information allows for quick decisions.

Enterprise-grade IM applications instantly connect dispersed

coworkers.

Voice calls are substituted with quiet and discreet messaging.

LO 2

Ch. 7, Slide 21

Benefits of Instant Messaging and Texting

Messaging avoids phone tag and eliminates the downtime associated with personal phone conversations.

“Presence functionality” lets coworkers locate each other online.

Productivity grows because users get answers quickly and can multitask.

LO 2

Ch. 7, Slide 22

Risks of Instant Messaging and Texting

Distractions in addition to the telephone, e-mail, and the Web

Potential for leaks of privileged information when free consumer-grade IM systems are used

Legal liability from workers’ improper use of mobile devices on the job, for example when texting and driving

Some organizations have banned instant and text messaging for these reasons:

LO 2

Ch. 7, Slide 23

Risks of Instant Messaging and Texting

Phishing schemes, viruses, malware, and spim (IM spam)

Evidence in lawsuits, subject to discovery

Laws mandating that broker-client messages be retained for three years

Potentially overwhelming tracking and storing of messaging

Inappropriate uses such as bullying and sexting

LO 2

Ch. 7, Slide 24

Best Practices for Instant Messaging and Texting

Follow your organization’s policies.

Don’t disclose sensitive information.

Steer clear from harassment and discriminatory content.

Forward or link to photos, videos, and art with caution.

Never say anything that could damage your reputation or that of your organization.

LO 2

Ch. 7, Slide 25

Best Practices for Instant Messaging and Texting

Don’t text or IM while driving.

Separate business contacts from family and friends.

Avoid unnecessary chitchat.

If personal messaging is allowed at work, keep it to a minimum.

LO 2

Ch. 7, Slide 26

Best Practices for Instant Messaging and Texting

Make yourself unavailable when busy.

Keep your presence status up-to-date.

Don’t blast multiple messages if you don’t hear from coworkers immediately.

Don’t use confusing jargon, slang, and abbreviations.

Care about correctness. Proofread!

LO 2

Ch. 7, Slide 27

Text Messaging and

Business Etiquette

Timing

Addressing

Introducing

Expressing

Responding

LO 2

Learning Objective 3

Ch. 7, Slide 28

Identify professional applications of podcasts and wikis, and describe guidelines for their use.

LO 3

Ch. 7, Slide 29

Business Podcasts

or Webcasts

Elaborate to produce and require quality hardware

Can be played on any number of devices

Extend from short clips to large digital files

May be recorded or live

Can be streamed on a website or downloaded

LO 3

Ch. 7, Slide 30

How Businesses Use Podcasts or Webcasts

Offer a friendly human face but require no human presence

Broadcast repetitive that does not require interaction

Replace costlier teleconferences

Provide quality content and an authentic voice while considering money making second.

LO 3

Ch. 7, Slide 31

What is a Wiki?

Web-based tool employing easy-to-use collaborative software to allow multiple users collectively to create, access, and modify documents.

Popular example: Wikipedia

LO 3

Ch. 7, Slide 32

Advantages of Wikis

Crowdsourcing: tapping into the combined knowledge of a group or team to solve problems and complete assignments

Working on the same content jointly while eliminating version confusion

LO 3

Ch. 7, Slide 33

Four Main Business

Uses of Wikis

Keeping remote global team members informed and coordinated

Creating a database of information for large audiences

Facilitating feedback before and after meetings

Providing a project management tool

LO 3

Learning Objective 4

Describe how businesses use blogs to connect with internal and external audiences, and list best practices for professional blogging.

Ch. 7, Slide 34

LO 4

Why Businesses Use Blogs

To reach a far-flung, vast audience fast and inexpensively

To keep customers, employees, and the public informed

To invite spontaneous feedback and interact with consumers

To create virtual communities, build brands, and develop relationships

To address rumors and combat misinformation

Ch. 7, Slide 35

LO 4

How Businesses Use Blogs

Crowdsourcing: Organizations are soliciting customer ideas and other input.

Example: Crowdsourcing promotions that seek to connect with customers and to generate buzz that might go viral on the Internet.

Ch. 7, Slide 36

LO 4

How Businesses Use Blogs

Viral Marketing: Online messages spread rapidly, much like viruses pass from person to person. Content must resonate with lots of people who will share it.

Ch. 7, Slide 37

LO 4

Creating a Professional Blog

Craft your message.

Pick the right key words.

Identify your audience.

Choose a hosting site.

Ch. 7, Slide 38

LO 4

Creating a Professional Blog

Monitor traffic.

Work the blogroll.

Blog often.

Ch. 7, Slide 39

LO 4

Eight Tips for Master Bloggers

Craft a catchy but concise title.

Ace the opening para-graph.

Provide details in the body.

Consider visuals.

Ch. 7, Slide 40

LO 4

Eight Tips for Master Bloggers

Include call to action.

Edit and proof-read.

Respond to posts respect-fully.

Learn from the best.

Ch. 7, Slide 41

LO 4

Learning Objective 5

Address business uses of social networking and the benefits of RSS feeds.

Ch. 7, Slide 42

LO 5

Social Networks by the Numbers

83 percent of millennials (Generation Y) regularly socialize and chat online.

Social networks and blogs are top destinations and dominate Americans’ time spent online (23 percent), followed by online games (10 percent).

The most avid Twitter users are 18-24 years old (31 percent), followed by the age group 25-34.

Nearly 60 percent of Fortune 500 companies are on Facebook; 62 percent have corporate Twitter accounts.

Ch. 7, Slide 43

(Sources: Nielsen Wire, 2011; Pew Internet, 2010 & 2012)

LO 5

Big Companies Rule on Social Media

Ch. 7, Slide 44

Facebook

1 billion+ users

130 million members

Twitter

100 million active users

Google+

400 million users

Source: T. Wasserman, Mashable, 2012, January 12

LO 5

Big Companies Rule on Facebook

Ch. 7, Slide 45

Coca-Cola

Disney

Starbucks

Top three companies with the most fans on Facebook:

LO 5

Adopting the Facebook Model

Ch. 7, Slide 46

Creating proprietary networks:

Some corporations maintain their own internal networking sites for their employees.

Example:

McDonald’s and its StationM, a private networking site

LO 5

Adopting the Facebook Model

Ch. 7, Slide 47

Connecting far-flung workers:

Dispersed employees and their skills can be matched up.

Example:

SuperValu and its Yammer-based network connecting 11,000 executives and managers

Lo 5

Adopting the Facebook Model

Ch. 7, Slide 48

Crowdsourcing consumers:

Companies invite customer input at the product-design stage.

Example:

Dell’s IdeaStorm site solicited over 17,000 new product ideas and improvements.

LO 5

Risks of Social Networks for Businesses

Ch. 7, Slide 49

Incurring productivity losses

Leaking trade secrets

Attracting the wrath of huge Internet audiences

Facing embarrassment over inappropriate employee posts

Source: Conlin & MacMillan, BusinessWeek, 2009, June 1.

LO 5

Guidelines for Safe Social Networking

Ch. 7, Slide 50

Establish boundaries.

Distrust privacy settings.

Rein in your friends.

Beware “friending.”

Expect the unexpected.

LO 5

Mastering Information Overload With Really Simple Syndication (RSS)

Ch. 7, Slide 51

Data file format capable of transmitting changing Web content

Custom-tailored feeds from hundreds of sources sent to receivers

Web-based feed reader (aggregator) allows business people to read many news sources in one convenient online location.

Increases traffic to syndicated websites because they can be indexed and tagged to make them easier to find.

LO 5

Using Electronic Media Professionally

Ch. 7, Slide 52

Dos

Learn your company’s media policies.

Avoid sending personal e-mail, IM messages, or texts from work.

Separate work and personal data.

LO 5

Using Electronic Media Professionally

Ch. 7, Slide 53

Dos

Be careful when blogging, tweeting, or posting on social networking sites.

Keep sensitive information private.

Stay away from pornography, sexually explicit jokes, or inappropriate screen savers.

LO 5

Using Electronic Media Professionally

Ch. 7, Slide 54

Don’ts

Don’t spread rumors, gossip, and negative defamatory comments.

Don’t download and spread cartoons, video clips, photos, and art.

Don’t open attachments sent by

e-mail.

Don’t download free software and utilities to company machines.

LO 5

Using Electronic Media Professionally

Ch. 7, Slide 55

Don’ts

Don’t store your music and photos on a company machine (or server).

Don’t watch streaming videos.

Don’t share files and avoid file sharing services.

LO 5

Ch. 7, Slide 56

End

LO 5